Senior Product Manager · Lisbon, Portugal

Building products
that move the needle

I turn complex business problems into AI-powered, data-driven products. 9+ years shipping across SaaS, fintech, and marketplace verticals — from fraud engines to predictive demand models.

1M+
Users impacted
€1M+
Revenue delivered
9yr
PM experience
Diego Llano Hernandez
20%
Churn reduction @ 1M users
AI / ML Productization Product Strategy Churn Modeling Fraud Systems Platform & API Products GTM Execution Discovery & Research B2B SaaS SQL · Python · Snowflake OpenAI · n8n · Databricks RICE Prioritization OKRs & KPIs Funnel Optimization Agile / Scrum Stakeholder Management Cross-functional Leadership AI / ML Productization Product Strategy Churn Modeling Fraud Systems Platform & API Products GTM Execution Discovery & Research B2B SaaS SQL · Python · Snowflake OpenAI · n8n · Databricks RICE Prioritization OKRs & KPIs Funnel Optimization Agile / Scrum Stakeholder Management Cross-functional Leadership

About me

PM at the intersection of data, automation & user experience

I've spent 9+ years building products that solve real operational pain — from a fraud engine that reduced chargebacks by 70%, to an AI retention copilot deployed across 1M+ policyholders, to a predictive demand platform that generated €500K in its first 6 months.

My background spans fintech, live events, e-commerce, and insurance SaaS. I'm most effective in lean teams where I can own the full product loop: discovery, build, launch, and iteration.

Based in Lisbon. Open to senior PM and Head of Product roles in B2B SaaS and platform products.

AI-driven products Platform thinking Lean teams B2B SaaS Fintech 0-to-1 launches Data-led decisions

Discovery-first mindset

I validate before building. Every major initiative starts with user research, funnel analysis, or a lightweight prototype — not a spec.

Technical depth

I work directly with SQL, Python, and ML pipelines. I can read a schema, write a query, and have a real conversation with an engineering lead about trade-offs.

Systems thinking

I connect dots across customer workflows, internal ops, and revenue mechanics. Features aren't isolated — they're levers inside a system.

Work history

Where I've built things

Oct 2024 — Present
Farmers Insurance
Remote · USA / Lisbon
Product Manager — Customer Retention
Retention for 1M+ policyholders · 65% → 95% retention rate
  • Built and deployed AI-driven churn-scoring engine (OpenAI + n8n) reducing churn 20% YoY across 1M+ active policyholders.
  • Designed and shipped omnichannel automation suite — AI call transcription, dynamic agent scripts, chatbots — increasing First Contact Resolution by 60%.
  • Led data quality initiative achieving 100% warehouse integrity in Snowflake, improving churn model reliability and executive reporting.
  • Trained 50+ retention agents on AI-assisted workflows; owned all Agile rituals and stakeholder demos.
Apr 2021 — Sep 2024
Boletia
Mexico City · Remote
Product Growth Director
€500K+ ARR uplift · 15–20% churn reduction
  • Owned multi-year SaaS roadmap across ticketing, payments, and analytics with a lean team of 6 engineers.
  • Launched 4 major product features in 6 months achieving 20% activation growth through cohort analysis and segmentation.
  • Led RICE prioritization and OKR alignment across engineering, data science, design, and C-level.
  • Smart Events (AI Demand Prediction): Owned full lifecycle of predictive demand-forecasting product. €500K revenue in 6 months, 30% churn reduction, +€400K GMV.
  • Blockchain Dynamic Ticketing: Designed and shipped blockchain-secured dynamic QR system eliminating resale fraud, adopted as platform standard.
Apr 2020 — Sep 2023
Neerme
Mexico City · Remote
Head of Business Development & Product
$100K/month · 500K concurrent viewers · patented anti-piracy
  • Architected and shipped live streaming platform supporting 500K concurrent viewers; unified streaming, ticketing, and payments.
  • Invented patented watermarking system eliminating 100% of illegal restreams.
  • Closed Uber Eats partnership via embedded in-stream food-ordering widget; built merch bundle workflows increasing revenue per session.
2017 — 2021
Boletia
Mexico City
Payments & Fraud Prevention Director
70% chargeback reduction · 91% acceptance rate
  • Developed risk engine and Random Forest fraud model from scratch; reduced chargeback rate 70% and lifted payment acceptance to 91%.
  • Redesigned KYC/AML processes and implemented GDPR compliance across all payment flows.
  • Managed teams across data science, KYC review, and fraud operations; led integrations and dispute management with acquiring banks.

Selected work

Products I've shipped

AI · SaaS
AI Retention Copilot — Farmers Insurance

Internal AI copilot (OpenAI + n8n) predicting churn risk and recommending next-best retention actions across 1M+ policyholders. Integrated into CRM with AI call transcription and dynamic agent scripts.

20% churn reduction YoY 60% higher FCR 1M+ users
View product
AI · Predictive
Smart Events — AI Demand Prediction

Predictive AI platform forecasting ticket sales for artists across any geography. Used ML (Python + Databricks) ingesting signals from Spotify, Meta, TikTok, and census data to recommend best city, venue size, and expected sell-through.

€500K revenue in 6 months 30% churn reduction +€400K GMV
View product
Blockchain · Fintech
Blockchain Dynamic QR — Anti-Scalping Ticketing

Blockchain-secured dynamic QR ticket refreshing every few seconds, eliminating resale, duplication, and fraud. Wallet-style identity-bound ownership with real-time venue validation.

100% QR duplication eliminated +€400K GMV
View product
Platform · Streaming
Neerme — Live Streaming Platform

Full 0-to-1 live streaming platform with ticket gating, merch upsells, and patented watermarking anti-piracy system. Architected for 500K concurrent viewers. Integrated Uber Eats via in-stream widget.

$100K/month revenue 500K concurrent users 100% restream elimination
View product
AdTech · Automation
Automated DSP/DCO — Marketing Automation

Self-serve paid media workflow inside Boletia enabling mid-market promoters to launch agency-level ads in one click. Unified audience segmentation, AI-generated creative (OpenAI), and execution across Meta, TikTok, and Google.

+40% MoM revenue lift –40% churn for users
View product
ML · Fraud · Fintech
Fraud Prediction Engine — Random Forest Model

Random Forest fraud classification model built from scratch to flag high-risk transactions across Boletia's marketplace. Led feature engineering, risk scoring logic, KYC/AML redesign, and GDPR compliance for European expansion.

70% fewer chargebacks 91% acceptance rate
Internal product

Capabilities

What I bring to a team

Product

RoadmapsOKRs & KPIsRICEDiscoveryUser ResearchPRDsGTM StrategyA/B TestingFunnel Optimization0-to-1 launches

Analytics & AI

SQLPythonSnowflakeDatabricksPower BIPostHogOpenAI APIML scoring modelsCohort analysisChurn modeling

Automation & Infra

n8nAI agentsGCPAWSAPI integrationsGitWorkflow automation

PM Tools

JiraConfluenceLinearHubSpotNotionFigmaAgile / Scrum

Let's connect

Open to the right opportunity

I'm looking for senior PM and Head of Product roles in B2B SaaS or platform products — ideally where data, AI, and technical depth actually matter. Based in Lisbon, open to remote or hybrid across Europe.